Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a Yukon that we drive but we currently loaned it out to our friend. A code came up that apparently reduced throttle. I told them to take it to this shop. I called them Friday morning and told them the situation and asked for an estimate to see what Im in for. They said it would be Tuesday before they could get it in the shop. That day at 3 I called them and they confirmed it came in. The owner called and told me it was fixed, mind you, I have not gotten an estimate. He said it was running bad for a long time, but It was fine when I used it this year. The owner said the throttle posstion needed work and he then said he did spark plug changes, but the plugs was changed last year. He said it was the wrong plugs and wired, but I bought them myself. I asked him how much it would be but he said he did not know and would call me the next day. We decided to go to pick it up, but around 8 ocklock and the lady told me the car was ready. I then asked her how much I owe, she goes to check and said it was 1497. I told them that I would be there an hour and be sure to have the manager. They never gave me an estimate prior to working. They just did the work and that made me very unhappy. When I got there, she called the manager and he brought all the stuff he took off the car. He told me the same thing he told me on the phone to which I pointed out them being premium plugs. We had a back and forth about the plugs saying it was not right. When I got home I looked at everything and apparently they had rotated my tires, which was not needed. I rotated them for free in the recent past. That was ** dollars. They changed the oil, but I just checked the oil before I lent it out to a friend so that isn&#**;t needed either.

  Business Response

  Date: 11/21/2024

  ***** ******,   ADR INC

  1ST.  This is our first notice

  2nd   We have had no complaint of this sort from a customer.

  3rd   We have no record of doing any business with the VAIL'S,  We are in ****, **

  4   No clue whom this is.

  5   This person should produce  an invoice or sales slip  or payment receipt.

  6   I do believe they have contacted the wrong business

  ***** ******,  SEC/TREAS,  ADR INC
  

  Customer Answer

  Date: 11/21/2024

  See attachments

  Business Response

  Date: 12/17/2024

  We do not have customers by this name.

  Business Response

  Date: 12/20/2024

  PLEASE LOOK AT THE INVOICE

  ADR HIGHLAND INC,  THIS IS NOT ADR INC,  WE ARE IN ****, **,  THEY ARE IN HIGHLAND, IL

  THEIR WEBSITE & EMAIL ARE ON THE HEADER OF THE INVOICE.

  WE ARE NOT AFFILIATED WITH   ADR HIGHLAND INC.

  YOUR COMPLAINT IS AGAINST THE  WRONG COMPANY,   PLEASE GET THIS CORRECTED.
  

  Business Response

  Date: 01/08/2025

  In regards to the complaint for the repairs to the Vail's 2003 GMC Yukon.
  

  The repairs that were done were repairs needed to get the vehicle back on the road.  *** did explain all to the Vail's and they were given the old parts as he stated that he recently replaced them.  He told them that he could have them and that would be up to parts store if he could get a refund for the bad ones since plugs were fouled out and that the Brand was not a brand that was recommended for GM vehicles and that we used ******** brand which is OEM. The oil was changed since it had a strong gas smell coming from it, which was because the vehicle was being driven with a miss fire which the fuel was getting into the oil and not being burned like it was suppose to.  The tires were rotated due to the front tires had inside wear and put to the rear so the better tires were on the front axle.  *** did speak with ****** when they came to pick up the vehicle and they explained there situation since they weren't able to help the lady they loaned the vehicle to since they both were down with COVID at the time.  After discussing with them, *** did discount the parts and labor 20% to help them out.

  This is the first time of hearing the complaint since the customer left.  We haven't heard anything from them since they picked up the vehicle.
  

  Thanks

  *****

  ************

  Customer Answer

  Date: 01/09/2025

  Complaint: 22527305
  
  I have reviewed the business' response and am rejecting it because:
  
  BBB complaint
  
  
  1. The repairs that were done were repairs needed to get the vehicle back on the road.  
  
  
  This is not true. The only repair that should have been done to fix the reduced engine power warning light would have been the throttle body position sensor. The tires did not have to be rotated to get the vehicle back on the road nor any of the other work that was performed. 
  
  
  2. *** did explain all to the Vail's and they were given the old parts as he stated that he recently replaced them.  
  
  
  The spark plugs and wire were replaced in December of 2023 and had less then 5000 miles on them so this repair would not have been needed. If they had called for approval before doing this repair we would have told them no.
  
  3.He told them that he could have them and that would be up to parts store if he could get a refund for the bad ones since plugs were fouled out and that the Brand was not a brand that was recommended for GM vehicles and that we used AC Delco brand which is OEM. 
  
  
  The original plugs that were in the vehicle were AC DELCO manufactured by ***. The original plugs stated  AC DELCO on one side of the plug and NGK on the other side of the plug. The plugs and wires replaced in December of 2023 were premium NGK wires and plugs.  We have the right to choose what products are placed on our vehicle.  A retired mechanic and I replaced the plugs and wires in 2023 because of a miss and a check engine light. The check engine light went off after the plugs were replaced but I never cleared the computer code because I didn't have a scanner tool. Again we should have received a phone call before those parts were installed. 
  
  
  4. The oil was changed since it had a strong gas smell coming from it, which was because the vehicle was being driven with a miss fire which the fuel was getting into the oil and not being burned like it was suppose to. 
  
  
  We had just checked the oil before we loaned the vehicle to our friend and the oil appeared to be fine. The vehicle had been driven less than 100 miles after we checked the oil level. ADR  put the wrong viscosity  of oil in the vehicle 5W-20 instead of 5W-30 as recommended by ** (again if they had called for approval we would not have approved the oil change)
  
  
  5. The tires were rotated due to the front tires had inside wear and put to the rear so the better tires were on the front axle.  
  
  
  The tires did not have to be rotated to get the vehicle back on the road. We have free tire rotation on the tires and they would have safely made it the 100 miles home so this was an unnecessary service.
  
  
  6. *** did speak with ****** when they came to pick up the vehicle and they explained there situation since they weren't able to help the lady they loaned the vehicle to since they both were down with COVID at the time.  After discussing with them, *** did discount the parts and labor 20% to help them out.   
  
  
  We were still not in agreement on all the service work that was done without our approval and *** knew that. *** also knows that he can't legally do this work on a vehicle without providing an estimate to the customer before hand. He apologized for their mechanic not doing that. We never received any type of an estimate even after calling them twice requesting an estimate prior to doing the work. They had our phone number and our email address. There is no reasonable excuse for working on our vehicle without our permission. When they called the very first time all the work had already been completed.
  
  7. This is the first time of hearing the complaint since the customer left.  
  
  
  Again *** knew we were not satisfied with his services but in order to get our keys and vehicle back we had to pay the bill. 
  
  
  8. We haven't heard anything from them since they picked up the vehicle.
  
  
  There was no reason for us to contact them again. They were aware we didn't agree with all the repairs done to the vehicle (and again if they had called before performing the work (without our consent) we would have told them no). They took it upon themselves to preform all the work without any consent from us.
  
  
  Note: They also changed the air filter and added wind shield washer which has nothing to do with making the car road worthy.
  
  Sincerely,
  
  ***** & ****** ****

  Business Response

  Date: 01/10/2025

  i spoke with *** and he said the following is the best he can do with the charges...

  $247.50 Tow + $115 labor to scan and test + $274.69 for throttle body + $28.79 for air filter + $26.85 for sales tax + $178.25 Labor to replace throttle body and air filter = $871.08

  Therefore the refund that would be going back to customer would be $327.09  ($1198.17 (org. price paid) - $871.08 (charges with out the discount))

  Please have customer send address as to where they would like a refund check to and I will get a check out in mail right away.

   

  Please let me know,

  Thanks

  *****
  

  Customer Answer

  Date: 01/10/2025

  The Address for the refund to be sent to is:

  ****** ****
  **************************************************************
  *************** 34974

  Business Response

  Date: 01/13/2025

  A check in the amount of $327.09 will be going out in the mail on this weeks check run to the **********************************************************************************************************; *****

  Customer Answer

  Date: 01/23/2025

  Just wanted to let you know the check was received. Thank you so much for your assistance in this matter.

  ***** ****